Auto Follow-Up lets Bob automatically re-engage leads who haven't replied. You set the timing and message — Bob handles the rest, 24/7, across every conversation.
How it works
After Bob sends a message, it watches the conversation. If the customer hasn't replied after your configured delay, Bob sends the next follow-up step. This repeats for each step in your sequence — or until the customer replies.
Auto Follow-Up only works when Auto Reply is turned on. To check this:
From your Agent Dashboard:
Each follow-up rule is made of one or more steps. Each step runs if the customer still hasn't replied after the previous one.
Set how many minutes to wait after the last bot message before sending this step. Example: 60 minutes, 1440 minutes (1 day), 4320 minutes (3 days).
Write a fixed follow-up message. Use this when you want full control over the exact wording — e.g., a discount offer or a closing message.
Let Bob generate the follow-up based on the conversation context. Optionally add a guide (e.g. "If they seem cold, just check in. If interested, mention booking a demo.").
Tip: A good sequence is AI → Custom → Custom (warm check-in, then direct offer, then final close).
For more advanced control, you can create separate follow-up sets for different customer intents. Bob automatically classifies each conversation and sends the right sequence.
Sales
Marketing
Customer Service
Once your steps are configured, toggle the rule to Enabled. Bob will start monitoring conversations and sending follow-ups automatically.
Follow-ups only fire when the last message was sent by Bob — not by you or your team. If a customer replies at any point, the sequence resets.
What if the customer replies between steps?
The sequence stops immediately. Bob will continue the conversation normally. Follow-up only fires when there's been no customer reply for the configured delay.
Can I use follow-up if I'm in human handoff mode?
No. Follow-up is paused for any conversation in human handoff. It resumes automatically when you hand back control to Bob.
What are terminal intents?
Some intents permanently stop follow-ups for that conversation: 'Not Interested', 'Unsubscribe', and 'Booked'. Once classified as a terminal intent, Bob won't send any more follow-ups to that contact.
How often does the follow-up poller run?
Every minute. So if you set a delay of 60 minutes, the message goes out within 60–61 minutes of the last bot message.
Can I have different follow-up rules for different products or campaigns?
Yes — use intent-based rules. Create a separate follow-up set for each intent category (e.g. one for price inquiries, one for demo requests). Bob automatically routes each conversation to the right set.